Speech and desktop analytics that can identify recordings which fail to meet compliance requirements

Quality management

Monitor customer satisfaction by collecting feedback immediately after a call, while the details are still fresh in the customer’s mind. Surveys are easy to create and can be delivered through IVR or email.

Performance management

You can only improve what you can measure. We provide all your team with dashboards, wallboards and reports which they can quickly customise to show the performance metrics they need to track and measure.

Agents can check their performance, see trends over time and see how they rank compared to other agents on a range of KPIs.

Managers have real-time insights into their team’s and individual agents’ performance. Alerts displayed for activities and metrics that need attention.

Coaching identification

Adherence monitoring

Track agent activity against what they are scheduled to do during their shifts.

Roster management

Allow agents to choose preferred shifts and swap their shifts with others.

CUSTOMISED TO SUIT YOUR SPECIFIC NEEDS

We understand that technology itself is just a part of the solution, and that expertise and experience is what really makes it work.

Our Workforce Optimisation solution is built around a consultative onboarding process, where our expert analysts work closely with you to understand your key drivers, and then configure the solution to make it work how you want it to.

EXPERT WORKFORCE CONSULTING SERVICE

Knowing where to make improvements in efficiency of contact centre operations can be challenging.

Our professional Workforce Optimisation consultants provide contact centre managers with expert advice on how to obtain the most from your contact centre. Consulting services includes